Net Promoter Score

  1. Net Promoter Score (NPS) measures the loyalty that exists between a provider and a consumer (of a product or service). The provider can be a company, employer or any other entity. The provider is the entity that is asking the questions on the NPS survey. The consumer is the customer, employee, or respondent to an NPS survey. The Net Promoter Score is calculated based on responses to a single question: How likely is it that you would recommend our company/product/service to a friend or colleague? The scoring for this answer is most often based on a 0 to 10 scale. Those who respond with a score of 9 to 10 are called Promoters, and are considered likely to exhibit value-creating behaviors, such as buying more, remaining customers for longer, and making more positive referrals to other potential customers. Those who respond with a score of 0 to 6 are labeled Detractors, and they are believed to be less likely to exhibit the value-creating behaviors. Responses of 7 and 8 are labeled Passives, and their behavior falls in the middle of Promoters and Detractors. The Net Promoter Score is calculated by subtracting the percentage of customers who are Detractors from the percentage of customers who are Promoters. For purposes of calculating a Net Promoter Score, Passives count towards the total number of respondents, thus decreasing the percentage of detractors and promoters and pushing the net score towards 0.
  2. Aspen recommends that NPS is measured by multiple audiences for multiple team configurations, all highly dependent on the questioning entity. Aspen recommends NPS for all AEIOU categories.
  3. (ATAP) recommends NPS are collected on managers / leaders, prospects, interview candidates that are hired, and interviewed candidates that are NOT hire.

Synonyms:
Net Promoter, NPS
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